I think the best way to learn is to learn from the mistakes of others so today’s post is about how I fucked up and how you can learn from that.
A while back I booked a airline ticket to Ukraine for a speech I was doing for the event organiser KA Group, a very professional events and conference organiser.
I was scheduled to speak between 4 pm and 5,30 so I booked a flight leaving 9 pm, but I was informed by the organisers that they would appreciate if I could also stay around for the VIP dinner that started at 7 pm. (I of course said yes, speakers being part of events like VIP dinners means a lot for an organiser and as a speaker we should do our best to be part of them.)
But attending the VIP dinner meant I had to change my flight which would leave later (11 pm) and that meant changing airlines from Turkish Airlines to Qatar Airways.
And here is where the screw up happened: I informed the client of my new DEPARTURE time, but I did not inform them about the new ARRIVAL time that changing airlines had triggered. (At the time I re-booked my flight I did not know that the client had planned to pick me up personally at the airport and when I was informed by it I assumed they understood that me changing airline meant I would fly in with Qatar Airways.
But the client assumed I would be flying in on Turkish Airlines and out on Qatar. That meant that when the Turkish Airlines flight landed in Kiev and I was not on the flight the client got worried. And when they could not find me on the passenger lists for the flight, or reach me on my phone (I was on the plane to Doha) they had no way of knowing where I was or if I was on my way to Kiev.
Finally they where able to reach my wife (!) – yes, the client is very creative in finding out information and they got informed that I was on the plane to Kiev – just via Doha and not via Istanbul…
A few hours later I landed and all was good.
But for a while the client did not know where I was, and that was wrong.
My inability to give full and clear information about my travel created unneeded stress for the client.
Learn from me and rather communicate too much than too little.